If in the unlikely event that you need to make a complaint about MoneyPeopleOnline.co.uk or any of our partners, please follow the details of our complaints procedure below.
Complaints Policy for MoneyPeopleOnline.co.uk
MoneyPeopleOnline.co.uk is a trading style of MPO Media Ltd. We are committed to providing excellent service to all our customers. If you feel the need to raise a complaint, we take it seriously and will handle it fairly, objectively, and within a reasonable timeframe.
How to Make a Complaint If you have a complaint about any aspect of our service, please contact us so we can resolve it promptly. You can reach us by:
- Email: complaints@moneypeopleonline.co.uk
- Telephone: +44 0800 009 6559
- Post: MPO Media Ltd, 1 Colbath Square, London, EC1R 5HL.
Information to Include To help us address your complaint efficiently, please provide:
- Your full name and preferred contact details
- Any reference number related to your case
- A detailed description of your complaint
- Copies of relevant documents or evidence
- What you would like us to do to resolve the issue
- Any other relevant information
Our Complaint Handling Process
- Your complaint will be assigned to the most appropriate complaints handler.
- We will acknowledge your complaint in writing within 3 working days.
- You will be provided with a case reference number and the name of the person handling your complaint.
- We may contact you for clarification if needed.
- Your complaint will be investigated thoroughly, including relevant third parties where applicable.
- We will keep you informed about the progress of your complaint.
- We aim to provide a final written response within 10 working days, but no later than eight weeks, in accordance with Financial Conduct Authority (FCA) requirements.
Investigation Our Customer Resolutions Department works with relevant teams to assess the nature and scope of complaints, ensuring they are handled promptly, fairly, and in line with FCA guidance.
Eligibility All complaints are treated equally, but certain complaints may fall under FCA rules and the jurisdiction of the Financial Ombudsman Service. Eligible complainants include individuals and certain small businesses alleging financial loss, material distress, or material inconvenience due to a financial service.
Final Response Our final response will outline our decision, reasons, and any compensation calculation if applicable. It will also include details on how to contact the Financial Ombudsman Service if relevant.
Complaints Resolved Within 3 Days Complaints resolved to your satisfaction within 3 business days will be documented in a Summary Resolution Communication, which informs you that the complaint is considered resolved and provides instructions if you wish to escalate the matter to the Financial Ombudsman Service.
Closing a Complaint A complaint is considered closed when we have provided our final response. This does not prevent you from referring the matter to the Financial Ombudsman Service.
Not Satisfied With Our Decision? If you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service within six months of receiving our final response. We will provide a copy of their explanatory leaflet with our final response.
Contacting the Financial Ombudsman Service
- Address: Exchange Tower, London, E14 9SR
- Telephone: 0800 023 4567 (UK landline), 0300 123 9123 (mobile), 020 7964 0500 (from abroad)
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
We cooperate fully with the Financial Ombudsman Service and accept any awards made by them.
